Don’t be Subtle – How to Brief Your Customer Service Team

Did your parents ever say you were deliberate as a child? Doing something to attract their attention? You could have drawn on the walls, taken things out of cupboards or even thrown tantrums. Let’s explore this further and look at ways we, as leaders, can continue to do things throughout the workplace that will attract the attention of your team. …

4 Steps to Train for a Customer Service Culture

To be deliberate you must be prepared to be relentless. Recruiting can be a tiring process and takes a lot of time, especially if it is done properly — it is better to have this cost up front than down the track when you have made a poor recruitment decision. This means you can’t take your foot off the accelerator …

How to Select your Customer Service Team

Have you ever been in a recruitment environment where you can see the nervousness in the room? Where the ‘key people’ briskly walk around carrying a clipboard and pen and have such a serious look on their faces? Unless it really is a boring place to work, organisations aren’t doing themselves any favours by creating this look. The recruitment phase …